Pengantar Manajemen Kualitas

Presented by
DR.IR. H. HASMAND ZUSI. M.SC

PENGANTAR MANAJEMEN KUALITAS

Semoga setelah mengikuti pelajaran ini, saya akan menjadi Pribadi yang lebih berkualitas dari hari hari sebelumnya Jika kualitas saya nanti akan sama saja dengan hari ini, saya telah merugi

NILAI.?????
UTS= 30 % UAS = 30 % PRESENTASI=25% Kehadiran= 15 % Total = 100 %

Selamat Belajar

Getting Ahead of the Competition

Jadikan diri anda yang terbaik

Performance to the standard expected by the customer Fred Smith , CEO FEDEX
Providing our customers with products and services that consistenly meet their needs and expectations (Boing Management )

Doing the right thing right the first time , always striving for improvement and always satisfying the customer .. (The US Dept.of Defense)

Menurut Edwards Deming

Kualitas bagi seorang pekerja pabrik, adalah apabila dia merasa bangga dengan hasil kerja nya yang bagus. Kualitas kerja yang jelek berarti dia kehilangan pekerjaan, di pecat, kondite jatuh, kehilangan harga diri

Banyak pendapat tentang definisi Kualitas, seperti :

Quality involves meeting or exceeding customer expectations Quality applies to products, services,people,processes and environments Quality is an ever-changing state What is considered quality

today may not be good enough to be quality tomorrow

QUALITY IS A DYNAMIC STATE ASSOCIATED WITH PRODUCTS, SERVICES, PEOPLE,PROCESSES AND ENVIRONMENT THAT MEETS OR EXCEEDS EXPECTATIONS.

SEGALA SESUATU YANG MELEKAT PADA SEBUAH PRODUK ATAU JASA YANG MAMPU MEMENUHI BAHKAN MELAMPAUI TUNTUTAN DAN HARAPAN KONSUMEN.

Mudah dalam penggunaan (easy of use) Mudah didapat (accessibility ) Harga kompetitive ( The price is right) Tahan lama (Durability) Ada nilai estetikanya Memberikan rasa bangga, aman dst (Prestige) Pencitraan diri (Self Image) dst

People define quality in many ways.

Qualtiy as superiority or excellent Quality as a lack of manufacturing or service defects Quality as related to Product feature or price

Quality could be one of

Perfection Consistency Eliminating waste Speed of Delivery Compliance with policies and procedure Providing a good, usable product Doing it right the first time Delighting or Pleasing Customers Total Customer Service and satisfaction

Manufacturing Product

8-quality dimensions
1.Performance a products primary operating characteristics 2.Features thebells ans Whistles of a product 3.Reliability the probability of a products surviving over a specified period of time under state condition of use. 4.Conformance the degree to hich physical and performance characteristic of a product match preestablish standard 5.Durability the amount of use one gets from a product before it phisically deteriotes or untill repalcement is preferable 6.Serviceability the ability to repair a product quickly and easily 7.Aesthetics how a product lokks, feels, sounds, tastes etc 8.Perceived quality subjective assessment resulting from image, advertising or brand names

8-Quality dimension in Services

1.Time How much time must a customer wait? 2. Timeliness Will a service be performed when promised? 3. Completeness Are all items in the order included? 4. Courtesy Do frontline employees greet each customer cheerfully? 5. Consistency Are service delivered in the same fashion for every customer, and every time for the same customer ? 6. Accessibility Is the service easy to obtain ? 7. Accuracy Is the service performed right the first time ? 8. Responsiveness Can service personnel react quickly and resolve unexpected problems ?

The Production of Service differs from Manufacturing in many ways.

1.Customer needs and peformance standard are often difficults to identify and measure, primarily because the customer define what they are , and each customer is different 2.The production of services typically requires a higher degree of customization than does manufacturing. Bagi seorang Dokter , lain pasien lain cara pendekatannya . In manufacturing the goal is uniformity

The Production of Service differs from Manufacturing in many ways.

3.The output of many service systems is intangible, whereas manufactruring is tangible. Manufacturing quality can be assessed againts firm design specification, but service quality can only be assessed againts customers subjective, neboleus expectation and past experiences. Manufacturing goods can be replace by manufacturer, but poor service can only be followed by apologies and reparations. 4. Service are produce and consumed simultaneously. Whereas manufactured goods are produced prior to consumption. In addition service can not be stored, inventoried.

The Production of Service differs from Manufacturing in many ways.

5. Customer often are involved in the service process and prevent while it is being performed. Whereas manufacturing is performed away from the customer. 6. Service are generally labor intensive, whereas manufacturing is more capital intensive. The quality of human interaction is a vital factor for service that involve human contact. The quality of hospital care depends heavily on interactions among the patients, nurses, doctors, and other medical staff.

Principles of Total Quality

1. Customer focus 2. Process orientation 3. Continous Improvement 4. Empowerment and Teamwork 5. Management by fact 6. Leadership and Strategic planning

CUSTOMER FOCUS

The Customer is the judge of Quality

Understanding customer needs, both

current and future Listening and learning from customer Measuring their satisfaction relative to competitors Building relationships with customer.

Process Orientation

a Process is a sequence of activities that is intended to achieve some result. a Process is how work created value for customers

Continuous Improvement and Learning

Enhancing value to the customer through new and improved products and services Improving productivity and operational performance through better work processes and reductions in errors, defects, and waste Improving flexibility, responsiveness, and cycle time performance

Continuous Improvement and Learning

Enhancing value to the customer through new and

improved products and services

What does it means ?
Prof. Noriaki Kano suggest that three classes of customer needs exist :

Dissatisfiers Satisfiers Delghters/ exciters

Dissatisfiers
Those needs that are expected in a product or service, such as a Radio, Tool kits , and require safety features in an automobile. Such items generally are not stated by customers but are assumed as given.

If they are not present, the customer is

DISSATISFIED

Satisfiers

Needs that customers say they want, such air conditioning or a compact disc player in a car.

Fulfilling these needs creates

Satisfaction

Delighters / Exciters

New or innovative features that the customer do not expect. When first introduced, antilock brakes and air bags were examples of exciters. Newer concepts still under development, such as collision avoidance system, offer other examnples. These presence of such unexpected features, if valued , leads to high perceptions of quality

Will make the customer feel

Delighted/ Excited

So What . ??? What the correlation with improving product and services ???

Over time, delighters/ exciters customers

become satisfiers as customers become used to / familiar with them ( Air bag, Central lock, anti lock brakes etc) Satisfiers become dissatisfiers.

Therefore company must innovate continually and study customers perceptions to ensure that their needs are being met

Empowerment

A companys succes depends increasingly on the knowledge, skill, and motivation of its work force Employee success depends increasingly on having opportunities to learn and to practise new skills Empowerment Simply means giving people authority- to make decisions based on what they feel is right, have control over their work, take risks and learn from mistakes, and promote change

Management by fact

1.

2.

3.

Organization need peformance measures for three reasons : To lead the entire organization in a particular direction ; that is; to drive strategies and organizational change To manage the resources needed to travel in this direction by evaluating the effectiveness of action plans To operate the processes that mnake the organization work and continuuosly improve

Leadership and Strategic Planning

Leadership for Quality is The responsibility of top management.

Senior leadership must set direction Create a customer orientation Clear quality values High expectation that address the needs of all stakeholders Built them into the way the company operates

Lips service to quality improvement is the kiss of death

dont make your customer Angry

Akhirnya

Semoga anda puas